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bitfocus / companion-module-renewedvision-propresenter

Renewed Vision Pro Presenter
MIT License
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Trying to diagnose a ProPresenter 6/Companion Issue #122

Open tgladson opened 2 years ago

tgladson commented 2 years ago

I am running ProPresenter 6 and Companion on two different MacOS systems. All was running fine until I upgraded to the latest release of Companion (2.2.0). Now, I can't get any of my buttons to work. Just a simple next slide/previous slide does not work. ProPresenter connection shows "OK" in Companion. I can get it to work for a short period by disabling and re-enabling the connection in Companion. I can get maybe two next slides in before it stops working. The Companion log (in the GUI) does not show any errors. The ProPresenter configuration is correct. Is there someplace else I can look for a log specific to the ProPresenter module to gather more information?

tacvideo commented 2 years ago

Sorta glad to hear that, thought I had done something wrong :). I noticed the same behavior, but I've been too swamped to try figure it out - luckily I make backups before I upgrade, so I just deleted the App and reinstalled 2.1.4 and reimported my configs.

Looking forward to an answer... but to be honest I'm more frustrated with ProPresenter 7 not working. Opened a ticket with them 6 months ago, they replicated the behavior and acknowledged a bug, but no fixes yet and when I email them about it Michael Seale (Support Team Manager) doesn't seem to understand the problem! In his latest email yesterday, he tells me to try Elgato's Stream Deck software and the PP Plug-in because it works, but there's no "navigation to specific slide" action so?!?!?

greyshirtguy commented 2 years ago

@tgladson Ouch that sounds no fun! I cannot replicate this issue....It works fine on my MacOS (12.3.1) running Companion 2.2 (build 3998) connected to Pro6 (6.5.3)

Let's start with gathering all exact versions details (of your OS, Pro6 and Companion) and any log info from Companion logs (make sure to toggle on the "Debug" option for the logs... I would love to see all text from a moment where it is working - right through until the momemtn it stops working... (sound like that wont be too much text if it only takes "maybe two slides before it stops working".

image

@tacvideo this is "Trying to diagnose a ProPresenter 6/Companion Issue". Given that you are running version 7 and not version 6 - It might be better to log a different issue with all the details/steps to reproduce.

tgladson commented 2 years ago

Thanks, @greyshirtguy. I am running the exact same version of Companion. I will pull the debug logs next time I am at church...probably Sunday.

tacvideo commented 2 years ago

@greyshirtguy I'm still running 6 - since I can't get 7 to work.

However on this topic "Trying to diagnose a ProPresenter 6/Companion Issue"; I just wanted to clarify, should we be able to upgrade directly from 2.14 to 2.2 without any re-programming/adjustments? If so, I'll send you some logs as well...

greyshirtguy commented 2 years ago

@tacvideo you should be able to just upgrade Companion without any adjustments..... Happy to review your logs (and would be great to see detailed description of issue - all info welcome - eg screenshots, video, instructions/steps to make issue happen)

tgladson commented 2 years ago

OK. Here is the debug file. I tried disable/enable a few times. The last time, I pressed "next slide" 12 or 13 times before it stopped working. I don't see anything in the log that tells me it stopped working. :( I have attached the log. CPMJ-Switcher.local_companion_log_20220515-1423.csv

tgladson commented 2 years ago

Does anyone have any ideas on this? Are there more troubleshooting tips I can try? Thanks!

greyshirtguy commented 2 years ago

Would you be willing to have a live chat and share screen for an hour or so? If yes here is some pre-work:

  1. Know the username/password of an account with admin access (not just a limited user)
  2. Install Chrome if not already installed
  3. Add the "Advanced WebSocket Client" extension to Chrome
  4. Install Wireshark
  5. Chat with myself to org a timeslot for a live chat and remote screen share
tacvideo commented 2 years ago

@tacvideo you should be able to just upgrade Companion without any adjustments..... Happy to review your logs (and would be great to see detailed description of issue - all info welcome - eg screenshots, video, instructions/steps to make issue happen)

@greyshirtguy tried again and 2.2.0 is working ok now with PP6 (don't know what's different, maybe exporting, resetting and reimporting the config cleaned it up)

tgladson commented 2 years ago

@greyshirtguy Let me talk with someone at my church to confirm it's ok to do the pre-work above since I'm a volunteer tasked with getting Companion working. Also, Companion and ProPresenter 6 are on different Macs. Would I need to do the pre-work steps on both?

I will let you know next steps once I hear back from them.

greyshirtguy commented 2 years ago

Prob just Companion machine! Totally respect needing to get authorisation to install software on production machines!

My plan is to start a voice call (eg FaceBook Messanger audio call)...and then as we are talking, remote in and start debugging the issue live (since I can not reproduce it on my Pro6 setup).

My Timezone is Australia/Sydney (EST).

tgladson commented 2 years ago

Thanks, @greyshirtguy . Let me get approval and, if given, I will setup a time for us to meet. Since you are on Sydney time, what is the best time to schedule something? I'm US and Central time.

tgladson commented 2 years ago

One additional piece of information that I realized I didn't mention initially is that I have Joseph Adam's Presentation Bridge Client installed on the same machine as Companion. It also interfaces with ProPresenter 6 and works without any issues.

tgladson commented 2 years ago

@greyshirtguy I got approval to move forward. Let me get things setup and then I'll schedule some time with you.

tgladson commented 2 years ago

@greyshirtguy I got the Advanced WebSocket Client extension installed in Chrome and got Wireshark installed. Let's try to get something scheduled, if possible, knowing you are on the other side of the world from me. :)

greyshirtguy commented 2 years ago

Let me know your timeZone and I’ll propose some time slots!

tgladson commented 2 years ago

@greyshirtguy I am in the U.S. Central time zone.

tgladson commented 2 years ago

@greyshirtguy just bringing this to the top. If we can't find a time that works, please let me know what you want me to do with Wireshark and the Advanced WebSocket Client extension. I am an IT guy, so I'm not afraid to give it a shot if you tell me what to do.

tgladson commented 2 years ago

@greyshirtguy pinging this once again. I have done some diagnosis on my own. I have attached a Wireshark log. The Propresenter module seems to stop working when I see the FIN, ACKs in the log.

image

prop.pcapng.zip

IP address of ProPresenter is 10.70.11.74.

IP address of Companion is 10.70.60.60

Any insight you can provide would be greatly appreciated.

Thanks!

tgladson commented 2 years ago

One more time @greyshirtguy. I would appreciate a response. I was able to get Companion and ProPresenter 6 to work by downgrading to 2.1.4. Anything above that I lose connection after about a minute or less of a fresh connection. 2.1.4 does not have that problem. I'd prefer to use a higher version of Companion, but at this point it's not possible.

greyshirtguy commented 2 years ago

So sorry - I lost track of this in my memory and my Email is a flood that I skim over....

Anyway, to recap, I cannot replicate - for me it stays connected.... So I was hoping to remote in so I can faff around with ideas and sense checking each thought... Perhaps we can meet during this timeslot one day soon: image I can do this timeslot on tues morning or wed mornining or fri morning in my timezone next week...

In the meantime, I'm curious, what subnet mask is used on the propresenter and companion computers?

greyshirtguy commented 2 years ago

Okay, that last comment about the subnet masks was me noticing that your IP's might have been from different networks (subnets). I took a closer look are your packettrace and sure enough, packets from 10.70.11.74 seem to come via a Cisco Meraki Router between (v)lans.. image

Assuming that might be your setup, I replicated your setup (somewhat) with separate LANS connected with a router and

I was able to replicate your issue with the dual network/subnet setup

It seems that Pro6 will drop the websocket after some seconds if the websocket connection is made across networks (subnets) through a router using 2.2.3... I tested with Companion 2.1.3 & 2.1.4 and they seem to stay connected just fine. As you say, from 2.2.0 onwards the issue seems to start. Still not sure why yet - I'll look into it.

greyshirtguy commented 2 years ago

Interestingly, Pro7 does NOT drop the websocket connection across subnets with later/latest versions of Companion

greyshirtguy commented 2 years ago

As a test, I dropped the Propresenter module code from 2.2.0 into 2.1.4 and that stays connected....

This suggests that the issue may even lie outside of my module code and somewhere in the core of Companion, which is unlikely, or in a library like the WebSocket library that was updated from Websocket 1.0.28 in Compantion 2.1.4 to Websocket 1.0.34 in Companion 2.2.0 I'll keep looking...

greyshirtguy commented 2 years ago

Hmm, just tried Companion 2.2.0 on another computer (windows) on same subnet - it also drops connection... This is quite intriguing and confusing.....I double checked Companion 2.2 on MAc to PRo6 on same mac stays connected.

What are the OS's of your machines? (Also still want to know the network setup (ip/subnet/gateway)

greyshirtguy commented 2 years ago

and just for fun, Companion 2.2.0 running on Windows stays connected to Pro6 running locally on windows...

greyshirtguy commented 2 years ago

No need for a remote session - I can replicate the drops here. I'm still lost as to the reason/cause. - I'll keep looking.

Version 2.1.4 (and pressunably older) stay connected to Pro6 regardless of OS's, networks etc. Version 2.2.0 (and higher) stays connected to Pro7 regardless of OS's, network etc - but not Pro6.... When connecting to Pro6 it drops (pretty quickly) when the connection is made to Pro6 from a different machine (tested Win-> Mac and Mac -> Win). Note that it stays connected when run on same machine as Pro6. (tested Win->Win and Mac->Mac with both local loopback address and adaptor IP's)

Interestingly, when it drops, it is acutally Pro6 that is closing the TCP connection - Companion is not closing it (but may be causing Pro6 to decide to drop? dont know yet)

It's late, I'm tired and this has me confused! I'll look into this some more after some rest.

greyshirtguy commented 2 years ago

Note: A workaround for now might be to run Companion 2.2.3 on the Pro6 machine (10.70.11.74).

Companion will stay connected (because it's on same machine as Pro6) but you can still plug streamdeck into 10.70.60.60 machine by running Companion Satellite on that machine and telling it to connect to Companion on 10.70.11.74

https://github.com/bitfocus/companion-satellite

tgladson commented 2 years ago

Thanks for looking into this! It is greatly appreciated.

My setup is Companion (and ATEM software) running on MacOS on one machine and ProPresenter 6 on separate MacOS machine. I will be at the church tomorrow afternoon and I'll check subnet masks.

I may look at the Companion Satellite option.

On Wed, Aug 31, 2022 at 8:56 AM greyshirtguy @.***> wrote:

Note: A workaround for now might be to run Companion 2.2.3 on the Pro6 machine (10.70.11.74).

Companion will stay connected (because it's on same machine as Pro6) but you can still plug streamdeck into 10.70.60.60 machine by running Companion Satellite on that machine and telling it to connect to Companion on 10.70.11.74

https://github.com/bitfocus/companion-satellite

— Reply to this email directly, view it on GitHub https://github.com/bitfocus/companion-module-renewedvision-propresenter/issues/122#issuecomment-1232973623, or unsubscribe https://github.com/notifications/unsubscribe-auth/APJ3B4KLOZ4HNZTDNPEMN7LV35P7TANCNFSM5VMLCAEA . You are receiving this because you were mentioned.Message ID: <bitfocus/companion-module-renewedvision-propresenter/issues/122/1232973623 @github.com>

-- Tim Gladson @.***